Position title: Support Specialist
About the role
As a Commission Specialist, you will provide value in each conversation and set LTK clients up for success by delivering fast, accurate, commission & payment assistance. You will review Creator payment questions, Brand tracking and analyze data to determine scope of an issue and work with internal and external teams to resolve.
As a Commission Specialist, you are an expert in understanding and communicating complex commission & payment issues to LTK creators and internal team members while also striving to find the root cause and solution to any problem. During a typical day, you may be asked to review reporting to identify the root cause and collaborate with internal departments to get to a solution.
How you will make an impact
- Answer Commission & Payment tickets from both internal and external sources within SLA guide
- Provide peer coaching to help grow and develop other platform specialists
- Triage issues to determine the solution and business impact
- Provide clear documentation of best practices for current and future team members
- Write both internal and external knowledge base articles
- Serve as a subject matter expert (SME) to internal teams to solve issues at scale
- Educate and evangelize LTK best practices to build awareness for how other teams impact the business, ensuring alignment in cross-team initiatives.
- Brainstorm solutions to everyday problems to increase efficiency and customer satisfaction
What you will bring to LTK
- 2+ years of experience managing financial or analytical support issues in a SaaS business
- 1+ years of Excel experience
- Experience communicating technical concepts to non-specialists
- Experience troubleshooting technical and analytical issues
- Experiencing working within tight SLAs
- An understanding of social media and influencer marketing
- Ability to quickly pivot and manage multiple issues simultaneously
- Curious
- Empathetic
- Client advocate (obsessed with creating a positive experience for LTK consumers, creators, and team members.)
- Excellent organizational and analytical skills with strong financial acumen
- Excellent verbal and written communication skills
- Adept at finding creative solutions to technical/commission related problems
- Sense of urgency
- Ability to work individually and in a team environment
- Ability to interact professionally with a diverse group: consumers, creators, executives, managers, and coworkers
- Comfortable giving courageous feedback to peers
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